Operations Support M&S
| Company: | Mitie |
|---|---|
| Salary: | Not specified |
| Hours: | Full-time |
| Location: | DA9 9SD |
| Job type: | Permanent |
| Posting date: | 2 Jul 2026 |
| Closing date: | 14 Aug 2026 |
Summary
Operations Support - M&S
45 hours per week - £41,881.58
Reporting to: Senior Security Operations Manager
Location: M&S, Bluewater Shopping Centre, Bean Road, Greenhithe, Kent, England, DA9 9SD
Requirement: Must hold a valid SIA Front Line Licence
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Job Objectives and Responsibilities
Effectively support and assist the Operations Manager in managing the performance of a designated region, ensuring that all contracted and temporary hours are fulfilled by trained officers to the complete satisfaction of stores and clients.
-Support Operations Managers with the operational performance of the allocated business in relation to overall targets, ensuring compliance with key SLA's/KPI's.
-Maintain and promote the Mitie brand and reputation by delivering an industry‑leading security provision.
-Maximise the efficiency of officer deployment using systems and technology to deliver intelligence‑led services based on risk and data analysis.
-Contribute to the success of the M&S contract through effective training and continuous colleague coaching.
-Support the customer and ensure timely completion of crime‑related reporting and associated tasks.
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Main Duties
Scheduling & Operational Support
-Ensure all weekly SPO hours are rostered in advance with trained M&S/Mitie colleagues.
-Ensure all Store Detective shifts nationally are rostered monthly in line with SOC SD schedules.
-Follow agency request processes to maintain coverage and service levels.
-Investigate PO discrepancies promptly and ensure correct action is taken.
-Maintain SIA licence records and complete application processes when required.
-Manage holiday tracker and approve requests in line with company policy.
-Support M&S and Mitie WSHS/QHSE initiatives and ensure compliance with policy and legislation.
-Assist the Operations Managers in completing QHSE investigations within agreed SLA.
-Maintain Assignment Instructions and Risk Assessments for each site in line with Mitie policy.
-Assist the Investigation Manager with note‑taking when required.
-Report and investigate incidents, identify causes, implement corrective actions, and retain records for audit purposes.
-Take active steps to maintain communication, recognise achievement, and support the Mitie community.
-Ensure all Mitie obligations relating to Officer Welfare, Health & Safety and Duty of Care are always observed.
-Demonstrate and promote Mitie Values: Excel, Challenge, Inspire.
-Provide adequate advice and support to ensure officer success, including system knowledge, tools, and policy awareness.
-Ensure officers fully understand and comply with Mitie policy, legal requirements, and procedural changes.
-Contribute to the development of the Mitie strategy.
General Operations (Additional Duties)
-Schedule predetermined GAPs.
-Provide cover for Operations Managers during leave, on‑road duties, or task deployment.
-Manage AS Lines & PRP.
-Generate and amend site cards.
-Complete snapshot updates and associated administration.
-Support store visits, SSE's, and SPO assessments.
-Build and maintain strong relationships with Store Managers.
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Recruitment
-Manage the recruitment process from advertising vacancies to screening candidates and ensuring timely completion of vetting.
-Generate adverts and conduct interview screening.
-Oversee MyChecks compliance.
-Arrange training shifts for new starters.
-Order uniform and ID cards for new starters and reissue when required.
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Training
-Support the Operations Manager with delivery of Mitie retail awareness, induction, and security training.
-Manage the SIA training schedule.
-Process SIA licence applications.
-Complete ACTR submissions.
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Absence Management
-Cover blowouts and ensure store communication for lateness or blowouts.
-Maintain the absence tracker and advise the Operations Manager on ER triggers.
-Conduct Return‑to‑Work meetings.
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Incident Management
-Support Operations Managers with welfare calls.
-Escalate matters to SOM & AM where intervention is required.
-Resource, allocate, and brief Assets following incidents.
-Communicate with extra‑cover stores and arrange additional support.
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Technology
-Arrange new technology for stores.
-Manage bodycam damage/loss reporting and follow‑ups.
-Support SPOs with Teams and Auror access.
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Person Specification
Essential
-Excellent organisational and time‑management skills.
-Confident and professional approach and appearance.
-Strong customer service and client‑focused attitude with the ability to build effective relationships.
-Exceptional verbal and written communication skills.
-Ability to work independently and as part of a team.
-Resilient, tenacious, and proactive with a “can‑do” attitude.
-Flexible and adaptable.
-Literate, numerate, and competent IT user (medium level).
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Health & Safety Responsibilities
-Follow Group and Company policies and procedures at all times.
-Report any deficiencies in systems or equipment that may impact service delivery, health & safety, or the environment.
-Use all work equipment and PPE correctly and in accordance with training.
-Report issues or training needs to your Line Manager or via divisional incident reporting systems.